Assistant Manager – Customer Experience Quality (Up to Php 70,000)

J-K Network Services; Muntinlupa; On-site; PHP 669,600 - 781,200; Full time

Benefits offered by this job

Quarterly performance bonus

Career development opportunities

HMO and Life Insurance for employee and dependents

Job summary

A leading BPO services firm in Metro Manila is seeking an Assistant Manager for Customer Experience Quality. The ideal candidate will have a Bachelor's Degree, at least 4 to 5 years of BPO experience, and a minimum of 4 years in a leadership role. Responsibilities include ensuring adherence to quality standards, monitoring performance, and addressing customer complaints. The position provides a competitive salary of Php 60,000 - Php 70,000 and offers benefits such as a quarterly performance bonus, HMO, and career development opportunities.

Qualifications

• At least 4 to 5 years of total BPO work experience.
• At least 4 years in a leadership position.
• Ability to work in shifting schedules and onsite.

Responsibilities

• Ensure quality standards are followed across all processes.
• Identify issues in client processes and implement controls.
• Monitor transactions to ensure consistent performance.
• Track quality scores and improve overall performance.
• Join client reviews and share quality performance updates.
• Review customer complaints, identify root causes, and implement actions.

Skills

BPO experience

Leadership

Quality control

Education

Bachelor's Degree

Job description

COMPANY PROFILE

With 18 years of industry experience, the company offers a wide range of BPO services supported by state-of-the-art facilities in prime Manila locations. It is known for delivering reliable, high-quality solutions tailored to meet diverse business needs.

Position: Assistant Manager – Customer Experience Quality

Company Industry: BPO Company

Work Location: Alabang

Work Schedule: Shifting schedules

Salary: Php 60,000 - Php 70,000

Work Set Up: Work onsite

BENEFITS

• Quarterly performance bonus
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• Great place to work certified

JOB REQUIREMENTS

• Bachelor Degree Holder
• At least 4 to 5 years total BPO work experience
• At least 4 years of leadership experience
• Amenable to work in shifting schedules
• Amenable to work onsite

JOB RESPONSIBILITIES

• Ensure quality standards are followed across all processes and during new project ramp-ups
• Identify issues in client processes and put controls in place to prevent errors.
• Monitor transactions and processes to ensure consistent and stable performance.
• Track quality scores and work on improving overall performance.
• Join client reviews and share quality performance updates.
• Review customer complaints, find root causes, and implement corrective actions.

RECRUITMENT PROCESS

(ONLINE OR FACE TO FACE)

• Initial Interview
• Job Offer